IT - Field Service Technician

Job Purpose

The Store Technology Field Service Technician is responsible for the hands-on deployment, troubleshooting, maintenance, and repair of store-level technologies. This includes point-of-sale systems, personal computers, computer peripherals, self-checkouts, and data network equipment used across retail locations.

Essential Functions

Technical Support & Troubleshooting

• • Installs, diagnoses, repairs, maintains, and upgrades store technologies, including point-of-sale systems, desktop PCs, network hardware, self-checkouts, and device peripherals.
  • Identifies, researches, and resolves a wide range of technical issues in collaboration with other members of the Royal Farms Information Technology team.
  • Collaborates with hardware and software vendors to ensure systems operate at optimal performance levels, escalating issues as necessary to drive resolution.
  • Partners with store leadership and the Royal Farms Maintenance Department to resolve facility-related problems that affect store technology systems and operations.

Compliance & Standards

• • Adheres to and enforces Royal Farms Information Systems policies and procedures, with a strong focus on maintaining PCI DSS compliance and data security standards.
  • Ensures that all technology support and maintenance activities follow established company guidelines and regulatory requirements.

Inventory Management & Emergency Support

• • Manages and maintains an adequate inventory of replacement parts and tools necessary to complete assigned service calls efficiently.
  • Participates in an on-call rotation to provide emergency technology support, ensuring store operations remain uninterrupted during off-hours.
  • Performs additional duties and special projects as assigned by IT leadership.

Additional Responsibilities

• Uphold the mission, core values, and brand standards of the company by ensuring all IT practices reflect integrity, accountability, and operational excellence.
• Performs other projects/duties as assigned.

Qualifications

Required

• • Must have at least one year of experience working in a multi-site retail environment.
  • Demonstrated ability to work independently with minimal supervision.
  • Prior experience using or supporting back-office retail systems is required.
  • Must possess a valid CompTIA A+ Certification.
  • Strong problem-solving skills with the ability to troubleshoot issues quickly and professionally.
  • Must have reliable transportation, a valid driver’s license or the ability to obtain one and be willing to travel regularly as part of the job.

Preferred

• • One or more years of experience in a multi-site convenience or petroleum store environment.
  • An Associate’s Degree in Information Technology, Business, or a related field.
  • At least two years of hands-on experience working with Radiant Systems point-of-sale and/or customer self-service equipment is a plus.

Success Factors

• Accountability: Takes ownership of service calls and field assignments, ensuring timely and effective resolution of technical issues with minimal supervision.
• Adaptability: Responds quickly to evolving technology challenges, emergency support needs, and changing store environments across multiple locations.

Work Requirements

This field-based role requires daily travel to Royal Farms locations for installations, repairs, and troubleshooting. Must be able to lift 50lbs, work in physically demanding conditions, and drive long distances. Reports to the Baltimore Support Center with frequent early mornings, extended days, and on-call availability.